Product Quality Refunds
Different regions have different laws. Therefore, our refund policy also differs, depending on the region.
Our Support Team always asks to provide proof that something is wrong with the product.
- If something is wrong with the product, we contact the merchant:
- If there is a problem with the product, then we make a refund at the expense of the merchant.
- If the customer doesn’t need the product, we return him the money.
- If the issue exists, but it’s minor, then we can make a partial refund in agreement with all parties.
- If the merchant doesn't communicate with us within the established time frame (5 working days), then Joom reserves the right to resolve this issue at Joom's discretion.
PLEASE NOTE:
The platform emphasizes the quality of products, and products with poor quality will be banned.
The List of Refund Reasons due to Product Quality Includes:
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Defective product |
A customer received a poor-quality product, e.g., a product has crooked seams, holes, bad smell, crumbles after one use, peels off, ripped seam, etc. |
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Damaged product |
A parcel got damaged during shipping. |
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Counterfeit |
A product turned out to be counterfeit. |
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Empty package |
A customer received an empty package. |
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Misleading information |
A customer received a product with unrealistic promises, e.g., purple watermelon seeds. |
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Wrong color |
The color of the product a customer received is different from what he ordered. |
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Wrong product |
A product that a customer received is different from what he ordered. |
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Wrong size |
The size of the product a customer received is different from what he ordered. |
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Wrong quantity |
The quantity of products a customer received is different from what he ordered. |
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Product doesn’t match its description |
A customer received a product that is different from what is described in the product card or what is shown in the main image. E.g., the customer received a T-shirt that is made of polyester, but in the product description was indicated cotton. Joom will disable fake products and products that don't match their descriptions. |
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Package incomplete |
Parcel is missing some product components or instructions for technically complex products. According to the laws of EU countries, technically complex products must include instructions, even if it is not stated on the product card. Please ensure that you indicate accurate weight for your products to avoid any issues. |
|
Banned product |
A customer received a product that is prohibited on Joom, banned from selling, doesn't have required certificates, is sold in the USA, but the outlet type is not a US plug, doesn't actually exist (e.g., blue strawberry), has misleading information on the product card, has a product description, a title, and a product image which refer to different products, has a product card that includes unrealistic size information, or has inconsistent product variants in its product card, it will be considered a banned product. |
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Banned by customs |
A parcel was returned by the customs as suspected of counterfeit, non-compliance with the requirements of the country of entry, etc. |
Refunds Covered by Joom
If you see the following statuses, it means that the refund was covered by Joom:
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Customer fraud;
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Paid by Joom.
In such cases, you will not see the refund reason, and the refunded order will not be marked as "refunded" in the invoices.
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Tips to Prevent Refunds from HappeningPlease refer to this article to learn more about the Joom warranty policy.
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